Coronavirus (COVID-19) Provider and Community Partner FAQ

Thank you for all you are doing to keep our members healthy. Columbia Pacific CCO has been actively monitoring this situation and working in coordination with local and state public health bodies. We are committed to supporting you and making sure our members get the care they need.

Educational webinars

The Oregon Health Authority is holding regular webinars for providers. For information on future webinars, visit this page.

Provider Support

Click to learn more about support for physicians during the COVID-19 pandemic.

Testing and specimen collection

For guidance on test ordering, specimen collection and processing please consult your contracted lab, hospital or the OHA for the state lab. Medicare and the AMA have released the following codes for use when testing of COVID-19:

OHA and CMS are continually updating coding requirements in response to COVID-19. CareOregon will follow all state and federal coding updates. For the most up-to-date coding information, refer to OHA and CMS guidelines. You’ll find some helpful links below.

Note: Providers serving Medicaid members may not charge members for personal protective equipment (PPE) used during their visits. Medicaid regulations require that providers accept Medicaid payment as payment in full, meaning providers are not allowed to bill Medicaid members for any extra PPE that may be required to perform medical or dental services. Clinics are responsible for providing PPE for all members of the care team, including interpreters.

Limitations of health-related services: The Oregon Administrative Rules restrict health-related services to items not paid for with grant money, funding separate from CCO contract revenue, or normal clinical service billing. In other words, health-related services may be used only if other funding is not available. Before you make a request, please be sure there is no other funding available.

CareOregon is continuing to offer health-related services of many kinds, but in particular we are striving to meet the most immediate member needs:

Cell phones: With many providers moving to delivery of services via telehealth, we want to ensure that members have access to a phone. We are working with a provider to offer flip phones and simple smart phones to members.

Hotel rooms: For members who are at higher risk due to underlying health conditions, have been exposed to COVID-19 or are showing signs of the virus, we are attempting to find hotel rooms where members can stay while they await test results or other care that does not meet the criteria for the county’s motel sheltering program.

There are two ways you can submit requests for health-related services for members:

Please remember that requests for health-related services must be directly related to members’ treatment plans and require chart notes to justify the request.

Bulk items are available to help clinics and providers ensure a constant supply of the most needed items. To order items in bulk — including cell phone minutes, transit passes, sleeping bags, hygiene projects and more — fill out our Bulk Purchase Request form.

Bulk requests may take up to 14 business days for review and delivery.

Clinics and county teams may make bulk requests one time per month.

Requests should be submitted by supervisors or managers.

Clinics/teams are required to keep a Bulk Request Tracking document and submit it before new orders can be fulfilled.

If a member has symptoms of COVID-19, CareOregon is recommending they call their primary care provider. You can best advise members on the next steps, including how to get tested.

We are encouraging members to stay at home and practice social distancing whenever possible. We are reinforcing that this is the most effective way to help prevent the spread of COVID-19.

You should notify members about canceling or postponing any non-urgent appointments to protect your staff. We are reminding members that the Oregon Health Authority and the Governor’s office are asking people to avoid going to providers’ offices, urgent care facilities or hospital emergency rooms, in order to keep the staff members at those facilities safe.

We are urging clients receiving mental health and substance use treatment services to contact their providers directly to learn how to access services. Many providers are shifting to offering services by phone, though some in-person visits are still available. Please see the telehealth and phone-based services guidelines for behavioral health included above.

Most, if not all, elective procedures are being postponed until COVID-19 precautions are over. To reduce the administrative burden on providers and reassure members, authorizations for elective procedures are being extended until January 1, 2021.

Members still have access to CareOregon’s provider network. None of their benefits have changed, and CareOregon is still committed to helping members meet their physical, dental, mental health and addiction-related care needs.

You may be able to set up a telephone or online video call with your patients. We know our provider network is working to use these methods when appropriate and possible. We’ve encouraged members to call their provider to ask if these options are available. See above for an update on telehealth codes.

If members need medication, they can still get it. If members get their prescription refilled, we will extend their prescription to 90 days’ worth of medication. They can refill their prescriptions early. They also have the option to receive prescriptions from a mail-order pharmacy. If a member has an approved pre-authorization that expires before the end of the year, we are automatically extending the expiration date by six months.

Members and providers still have access to interpretation services. CareOregon’s approved interpretation vendors are Passport to Languages and Linguava. To arrange for an interpreter to be present during an appointment — whether by phone or in-person — complete the CareOregon Interpreter request form found on our Provider Policies and Forms webpage. You can also access our vendors’ online systems to request and confirm an interpreter:

A: Columbia Pacific CCO recommends that members call their primary care provider and ask them the safest way to receive care. The CDC recommends staying home and avoiding close contact with other people until they’ve had no symptoms for 24 hours. Experts think people are most contagious when symptoms are worse.

A: The current risk for most people is low. While there are some cases in the U.S., health officials are working to identify and evaluate suspected cases. The CDC says, “At this time most people in the United States have little immediate risk of exposure to the virus that causes COVID-19.”

A: The CDC now recommends that people wear face coverings in settings where social distancing is difficult to maintain, like in grocery stores or pharmacies. Anyone who shows symptoms of coronavirus or is in close contact with people who have symptoms should wear a facemask. The CDC has guidelines for homemade coverings. CareOregon recommends that if a member needs a professional-grade mask because they’re sick, or are caring for someone who is sick, they should talk to their primary care provider. CareOregon only provides masks to staff who fit criteria for having a clinical need for respiratory protection, and who have completed medical screening and fit testing.

A: If members want to refill their prescriptions, their prescriptions will be extended to 90 days’ worth of medication. Members can also refill their prescription early. If a member has other questions or concerns about the medications they take, we recommend they contact their prescribing provider or their pharmacist. Providers and pharmacists can help guide members on best next steps.

Columbia Pacific CCO is in close contact with the Oregon Health Authority and is following CDC guidelines. Members can visit the Columbia Pacific CCO website at colpachealth.org/covid-19 for the latest information.

A: According to the CDC, there is no specific treatment for the coronavirus. We recommend members contact their primary care provider if they have symptoms and believe they need care. We are reinforcing that their primary care provider is the first person they should call.

A: Sourcing these items is difficult for everyone, including Columbia Pacific CCO. We do not stock supplies or maintain a surplus. While we understand the need we do not have the resources to assist with additional supply needs. See OHA’s March 9 statement for more information.

A: If there is a Columbia Pacific CCO staff member embedded in a clinic, we are telling them to follow their respective clinic’s guidance regarding COVID-19. If they have any additional concerns, we’ve asked them to reach out to their Columbia Pacific CCO supervisor.

If you have a question specifically about Columbia Pacific CCO staff in your clinic, please ask for their supervisors contact information.

A: This is an evolving situation that we are monitoring closely. Columbia Pacific CCO is aligning with current CDC, OHA and each county's public health guidance and we are continuing to monitor and share information.

A: CareOregon supports and encourages in-person interpretation, and we want to make sure that interpretation needs continue being met. Clinics can schedule a telephonic interpreter through Linguava, Passport to Languages. or by calling CareOregon Provider Customer Service.

Additional information

Information about what to do if you think someone in your care has coronavirus, and other resources for clinic staff.

If providers or clinic staff have other questions about COVID-19, they should reach out to OHA directly.

If there are any questions about Columbia Pacific CCO ’s policies during this situation, please reach out to provider Customer Service at 855-722-8206, option 3. They can help point you to the right resource.